FENSA says expertise and technical support are becoming increasingly important within competent person schemes as homeowners become more informed about glazing products, regulations and performance standards.
According to FENSA, changing consumer behaviour is reshaping expectations across the industry, with installers facing more detailed customer enquiries and greater scrutiny around compliance and product performance.
Sophia Wilson, Scheme Manager at FENSA, said: “Customers today are coming to installers with far more information than they might have done even a few years ago. They’re researching products, performance standards and compliance requirements in advance, which changes the nature of those conversations.”
While increased consumer awareness is viewed positively, FENSA notes that installers are also having to address inaccurate or incomplete online information.
Wilson added: “Homeowners are more educated, but not always correctly informed. That means installers need to be prepared to answer more detailed questions and provide clarity where there might be confusion.”
FENSA says competent person schemes now play a broader role in supporting installers, providing technical guidance and helping businesses interpret regulatory requirements and product performance standards.
The organisation has also focused on strengthening its customer service support, with emphasis placed on resolving installer queries quickly and efficiently.
Wilson said: “Our focus is on making sure that when someone contacts us, they get the answer they need as quickly as possible.”
Alongside technical support, FENSA highlighted the importance of its UKAS-accredited compliance framework in maintaining consistency, impartiality and accountability across registered businesses.
FENSA argues that as regulatory requirements evolve and customer expectations continue to increase, installers will rely more heavily on access to reliable technical expertise and operational support.
